Operations Support - Returns Specialist

Position Summary:

The Operations Support – Returns Specialist is a vital member of the operations team, responsible for managing the end-to-end return process for both hardware and software products. This role ensures timely and accurate processing of Return Merchandise Authorizations (RMAs), collaborates with internal departments and vendors to resolve issues, and maintains detailed records to support operational efficiency. In addition to managing returns, this position contributes to cross-functional operations by being cross-trained in Receiving and Operations Support functions, and by assisting with the tracking and management of both physical and digital inventory.

Roles and Responsibilities/ Essential Functions:

• Accurately process Return Merchandise Authorizations (RMAs) in accordance with distributor and vendor guidelines.
• Investigate and dispute RMA denials when appropriate, providing documentation and escalating as needed to ensure resolution.
• Analyze return trends and recommend process improvements.
• Determine chargebacks to business units based on return circumstances.
• Address vendor non-compliance with return policies and advocate for resolution.
• Collaborate with Sales, Accounts Payable, and Accounts Receivable to ensure efficient RMA handling.
• Verify and apply vendor credits accurately.
• Maintain organized, up-to-date records and documentation.
• Prepare and distribute weekly reports to upper management.
• Follow up on outstanding issues with vendors, internal teams, or customers to ensure timely resolution.
• Works independently with minimal supervision, demonstrating sound judgment in handling complex tasks and challenges. Exercises discretion in resolving issues.
• Reviews internal inventory to identify and allocate existing stock to open sales opportunities, prioritizing the use of on-hand items before initiating new purchase orders.
• Participates in cross-training across key operational roles, including Receiving and Parts departments, to ensure team flexibility and maintain workflow continuity during absences or peak periods.
• Track and manage purchase orders within the order management system.
• Perform other duties as assigned.

Competencies:

• Accuracy: Accuracy looks to the extent to which an individual’s work is correct and error free within company policies and guidelines. 
• Communication, Oral: Oral Communication skills look at the extent to which an individual communicates with economic and clarity, actively engaging in conversations to clearly understand others' message and intent and receives and processes feedback.
• Communication, written: Written communication skills look to the extent to which an individual writes concise, clear letters, reports, articles, or e-mails, including proofing and editing.
• Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant. 
• Initiative: Initiative looks at the ability of the individual to act and take steps to solve or settle an issue. 
• Organized: Organizational skills look at the ability of the individual to be structured and methodical in working skills.
• Problem Solving: Effectively identify issues, analyzes information, and finds practical solutions. Uses logic and critical thinking to resolve challenges and improve outcomes. Seeks input when needed and adapts quickly to changing situations.

Required Experience:

• 2+ years of experience in operations, logistics, inventory management, customer support or a related administrative support role
• Proven experience independently troubleshooting and resolving basic issues

Preferred Experience:

• 3+ years of experience in returns management and processing
• Proven experience with Return Merchandise Authorization (RMA) processing

Required Skills, Education and/ or Certifications:

• High School Diploma 
• Proficient in Microsoft 365 applications (Word, Excel, Outlook, etc.)

Equal Opportunity Employer – Including Disabled and Veterans 

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